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CHCG Case Study

Technology Strategy and Implementation

Successful revamp of a contact center included enhanced customer experience and improved operational efficiency.

$118,800

Annual Savings on WFM Licensing

5,866

Calls Redirected to Automated Systems

$475,000

Annual ROI Savings

CASE STUDY DETAILS

Project Summary:

CH Consulting Group embarked on a mission to overhaul the technology strategy of a prominent U.S. ignition interlock system provider. The objective was to reduce call volume, improve customer experience, and streamline system maintenance. This involved a thorough evaluation and upgrade of the client’s technology deployments, focusing on improving both customer and employee experiences, ultimately leading to increased revenue and reduced employee turnover.

CASE STUDY DETAILS

Project Challenges:

The initial assessment identified several challenges:

  • Poor deployment and maintenance of existing technologies.
  • Ineffective sales scripting without guided approaches or decision logic.
  • Underutilized auto-dialer and call routing systems.
  • Inconsistent customer satisfaction tracking and reporting.
  • Confusing Interactive Voice Response (IVR) system leading to misdirected calls.

PLAN OF ACTION

Project Solution:

CH Consulting Group provided the client with an effective omni-channel technology strategy, leading to a significantly improved customer experience, enhanced operational efficiencies, and substantial annual savings.

plan of action

Project Solution

CH Consulting Group implemented several solutions encompassing various IT modules/projects such as Five9 training, IVR and reminder bundles, Workforce Management, and chat/email migration.

  • Developed guided and decision-based sales scripting.
  • Configured skills-based routing.
  • Transitioned to a new platform for chat and email.
  • Created options for immediate customer satisfaction scoring.
  • Redesigned the IVR call tree and introduced self-service options.
  • Automated customer email confirmations and appointment notifications.

THE OUTCOME

Project Results

  • Successful redirection of 5,866 calls to automated systems, saving $283,00 annually.
  • Installation of reminder bundles leading to $72,193 in annual savings.
  • Vendor management savings of $118,800 annually on the WFM license.
  • Overall, the project led to an estimated annual ROI savings of nearly $500,000.

Download The Full Case Study Here

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